Project Manager - Tessitura Systems Upgrade

Join ZSL at a pivotal moment in its digital transformation journey. We are embarking on a major upgrade of our Tessitura CRM and ticketing platform, moving from Version 15 to Version 16, with a go-live target by February 2027. This is a unique opportunity for an experienced Tessitura specialist to lead a high-profile project that will enhance the systems supporting millions of visitors, members and supporters.

As Tessitura Upgrade Project Manager, you will take ownership of the end-to-end delivery of the upgrade, driving the project from planning and configuration through testing, deployment and successful adoption. Working closely with stakeholders across the organisation, external consultants and Tessitura, you will ensure the programme is delivered on schedule, with minimal disruption and maximum business benefit.

This is a hands-on leadership role that combines expert project management with deep Tessitura knowledge. You will be the central point of coordination, bringing together people, processes and technology to deliver a seamless transition to Version 16 and set ZSL up for future success.

Offered as a 10-month fixed-term contract, this role provides the chance to make a lasting impact on a critical business system while working with passionate teams dedicated to conservation, science and inspiring people to protect wildlife.

Key responsibilities:  

• Project Delivery: Lead end-to-end delivery of the Tessitura v15–v16 upgrade, ensuring strong project planning, governance, reporting and alignment to operational priorities with minimal business disruption.
• Project Management: Own project management and co-ordination, including detailed plans, milestones, dependencies, risks, issues and clear escalation to senior stakeholders.
• Business Analysis: Drive business analysis and requirements definition, translating operational needs into clear functional requirements to inform system design and delivery. 
• Upgrade Implementation: Manage implementation and transition, including configuration, integrations, data migration, UAT, and go-live readiness to ensure a smooth move to business as usual.
• Stakeholder Communications: Co-ordinate stakeholders and change, aligning cross-functional teams and external partners, and supporting communications, training and user adoption.

• Proven Tessitura expertise, including hands-on experience delivering a v15–v16 upgrade and strong understanding of system architecture, configuration and operational use
• Solid project delivery experience, managing plans, risks, dependencies, UAT, defect resolution and training/roll-out within system implementations
• Strong business analysis capability, with experience gathering requirements, process mapping and translating needs into system solutions
• Experience in complex, customer-facing environments, such as admissions, membership or fundraising, with an understanding of operational impact
• Effective stakeholder management skills, working across multiple internal teams and external partners (including Tessitura), with strong communication and influencing ability
• Highly organised and analytical, able to manage multiple workstreams, solve problems, adapt to issues, and clearly translate technical activity into business impact

We’re ZSL, an international conservation charity. Through our unrivalled animal experts in our two zoos (London Zoo and Whipsnade Zoo), the work of our pioneering scientists, our dedicated conservationists, our purpose is to inspire, inform and empower people to stop wild animals going extinct. Our vision is a world where wildlife thrives and we’re working every day to achieve this. From investigating the health threats facing animals, to helping people and wildlife live alongside each other, we are committed to bringing wildlife back from the brink of extinction.  

What do we offer?  

At ZSL, we are proud of our approach to employee benefits. Our benefits include: 

• Our vision and purpose - you’ll work alongside colleagues who are passionate about science-led conservation, knowing that you will help us to inspire, inform and empower people to stop wildlife going extinct  
• Pension scheme - we offer a generous pension scheme with up to 12% contributory pension
• Flexible working – talk to us about your flexible working requirements and we will do everything we can to make sure you work in a way that suits you  
• Holidays – 25 days annual leave allowance, plus UK bank holidays  Wellbeing – access to a blended programme of wellbeing initiatives, including confidential access to our 24/7 Employee Assistance Programme  
• Life assurance – eligible employees will be enrolled in ZSL’s life assurance scheme from their first day 
• Complimentary tickets – annual allocation of Whipsnade Zoo and London Zoo tickets, with a 30% discount in online and retail shops  
• Cycle2Work - our cycle to work scheme enables you to lease a bicycle  
• Season ticket loan - we offer an interest free loan for eligibly London-based employees to buy a season ticket for travel between home and work 
• Family friendly policies – we offer enhanced maternity, paternity, and adoption packages